Call Centre Agent - Tier 1 Support

First Technology; Johannesburg; On-site; ZAR 50,000 - 200,000; Full time

Job summary

A technology support company in Johannesburg seeks a reliable Call Centre Agent for night shifts. This role requires strong communication skills and the ability to provide initial troubleshooting for customer technical queries. Candidates must have their own reliable transport and a passion for customer assistance. Enjoy working in a team-oriented and high-volume environment.

Qualifications

• Strong focus on exceptional service and empathy.
• Excellent verbal and written skills.
• Ability to understand and resolve customer issues.

Responsibilities

• Handle incoming calls and emails from customers.
• Guide users through troubleshooting steps.
• Document customer issues in a ticketing system.

Skills

Customer Service

Communication

Problem-Solving

Technical Literacy

Patience

Job description

Job title: Call Centre Agent - Tier 1 Support

Job Location: Gauteng, Johannesburg

Deadline: October 25, 2025

Overview

We are looking for a reliable and customer-focused Level 1 IT Call Centre Agent to join our night shift support team. This role is ideal for individuals with strong communication skills, solid computer literacy, and a passion for helping others with technical queries. As the first point of contact, you will provide initial troubleshooting and ensure customers receive timely assistance or escalation to the appropriate support tier.

Candidates need to have reliable transport (preferably their own vehicle) and must be able to work night-shift hours in Johannesburg Central.

Responsibilities

• First-Level Support: Handle incoming calls, emails, and chat messages from customers experiencing basic technical issues.
• Troubleshooting: Guide users through simple troubleshooting steps and provide solutions for common technical problems.
• Ticket Creation: Document customer issues and create support tickets, providing detailed information for escalation to Level 2 or Level 3 technicians when necessary.
• Customer Information: Gather and accurately record customer contact details and problem descriptions in a ticketing system.
• Information Provision: Answer customer questions about company information, services, and basic product use.
• Communication: Maintain professional and polite communication across different channels, including managing social media inquiries.
• Documentation: Keep accurate and detailed records of all customer interactions and issue resolutions in accordance with standard procedures.

Essential Skills

• Customer Service: A strong focus on providing exceptional service, empathy, and a willingness to help.
• Communication: Excellent verbal and written communication skills to explain technical issues clearly.
• Problem-Solving: The ability to understand customer issues and identify potential solutions.
• Technical Literacy: Basic computer knowledge and the ability to learn and use call center software and tools.
• Patience: The capacity to handle high volumes of inquiries and remain calm and helpful when dealing with frustrated customers.

Work Environment

• Customer-Facing: You will be the first point of contact for customers seeking technical assistance.
• High Volume: You will likely handle a large number of calls and inquiries on a daily basis.
• Team-Oriented: You'll work as part of a support team, collaborating with other agents and escalating issues to specialized technicians.
• Customer Service jobs